Full time
Posted 08/07/2025
Closed 07/08/2025
Responsibilities
Collaborate with business stakeholders, process owners, and end-users to gather,
analyse, and document functional requirements for solutions across ServiceNow
ITSM, CSM, and HRSD modules. Translate business needs into actionable user
stories.
Engage in process discovery workshops to investigate and analyse current
business operations, service delivery practices, and workflows. Identify areas for
improvement and propose streamlined, automated solutions leveraging out-of-thebox
ServiceNow capabilities.
Evaluate existing business inefficiencies and technical pain points, andrecommend optimised workflows using ServiceNow features such as Virtual Agent,
Flow Designer, Knowledge Management, and Service Catalog.
Participate actively in Agile ceremonies including sprint planning, daily stand-ups,
sprint reviews, and retrospectives. Provide effort estimates, review and configure
assigned user stories, and give feedback to enhance team delivery.
Apply project management methodologies and agile delivery principles to support
iterative implementation of ServiceNow solutions, contributing to sprint and release
planning, backlog refinement, and milestone tracking.
Take ownership of functional configuration and deployment activities including the
creation of test plans, execution of unit and system testing, and support for User
Acceptance Testing (UAT) to ensure solution quality and alignment with business
requirements.
Develop functional and technical documentation, such as configuration guides,knowledge articles, and system design documents. Deliver user training and
handover sessions to ensure successful knowledge transfer and adoption.
Translate business requirements into detailed functional specifications and storylevel
acceptance criteria, ensuring alignment between stakeholders, developers,
and test teams.
Use data and process modelling tools (e.g., flowcharts, swimlane diagrams) to
create clear solution specifications and validate process enhancements within
ServiceNow.
Act as a trusted advisor and technical subject matter expert, guiding customers
and internal teams on ServiceNow best practices, architectural decisions, and
product roadmap alignment.
Serve as a central point of reference throughout the project lifecycle, assisting in
decision-making, resolving technical issues, and ensuring platform governance
standards are met.
Engage directly with users to refine requirements, propose ServiceNow-enabled
solutions, and collaboratively design system behaviours that meet evolving
operational goals.
Skills and Qualifications
• 2+ years of implementation experience in ServiceNow projects
• Certified Implementation Specialist (CIS) in at least 1 of the following: ITSM, CSM,
HRSD, ITOM, GRC or ITBM.
• Experience in front-end development languages such as HTML, CSS, Angular JS,
Java and JavaScript.
• System integration experience using web services and other web-based technologies
such as XML, HTML, AJAX, CSS, HTTP, REST/SOAP
• Experience with extending the ServiceNow schema to custom applications
• Self-motivated, work independently or as part of a team, able to learn quickly,
responsive, meet deadlines and demonstrate problem-solving skills.
• Adaptable ability to meet deadlines and deliver to changing priorities.
• Ability to capture customer requirements, translate into effective ServiceNow designs
and form build/configuration activities.
• Eager for self-learning and obtaining certifications through Partner Now Learning
Portal.
• Excellent stakeholder engagement skills in building and maintaining relationships.
• Exceptional interpersonal skills, verbal communication, and written communication.
About Company
We are an Australian services & solutions company specializing in the ServiceNow platform. With over 10 years of experience in the Australian ecosystem and our consultants have over 20 years combined experience on ServiceNow and more than 30 years in IT Service Management consulting & delivery, we have been the part of the growing market since our inception.